conversation_raw_json
{
"conversations": [
{
"id": 57900451664409,
"type": "Comment",
"author_id": -1,
"body": "(10:15:11) Navid: Thank you for your information. We are pleased to offer you replacement parts: 2 milk collection cups and 2 duckbill valves. This is the replacement solution we can provide for you.\n \nTo ensure the replacement can be shipped out successfully, could you please provide your address information by following the format below?\n \nFull name: Navid Golshan \nStreet address:120 Silk Twist Dr \nCity:HOlland Landing\nState/Province: Ontario \nCountry: Canada\nZIP/Postal code: L9N 0W1\nPhone number:647-877-5757",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">(10:15:11) Navid: Thank you for your information. We are pleased to offer you replacement parts: 2 milk collection cups and 2 duckbill valves. This is the replacement solution we can provide for you.\n<br> \n<br>To ensure the replacement can be shipped out successfully, could you please provide your address information by following the format below?\n<br> \n<br>Full name: Navid Golshan \n<br>Street address:120 Silk Twist Dr \n<br>City:HOlland Landing\n<br>State/Province: Ontario \n<br>Country: Canada\n<br>ZIP/Postal code: L9N 0W1\n<br>Phone number:647-877-5757</p></div>",
"plain_body": "(10:15:11) Navid: Thank you for your information. We are pleased to offer you replacement parts: 2 milk collection cups and 2 duckbill valves. This is the replacement solution we can provide for you.\n\n \n\nTo ensure the replacement can be shipped out successfully, could you please provide your address information by following the format below?\n\n \n\nFull name: Navid Golshan \n\nStreet address:120 Silk Twist Dr \n\nCity:HOlland Landing\n\nState/Province: Ontario \n\nCountry: Canada\n\nZIP/Postal code: L9N 0W1\n\nPhone number:647-877-5757",
"public": true,
"attachments": [],
"audit_id": 57900438204569,
"locale": null,
"outbound_locale": null,
"translations": [],
"via": {
"channel": "chat_transcript",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2026-05-14T02:25:12Z",
"metadata": {
"system": {},
"custom": {}
}
},
{
"id": 57900438205209,
"type": "ChatEndedEvent",
"attachments": [],
"value": {
"chat_id": "01KRJ48F1HABBDQB2TSV60ZAS6",
"chat_started_event_id": 57900045150361,
"initiator": 1,
"reason": 3,
"is_served": false,
"visitor_id": "6a034944244e9194dee9538d"
},
"via": {
"channel": "chat_transcript",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2026-05-14T02:25:12Z",
"metadata": {
"system": {},
"custom": {}
}
},
{
"id": 57900045150361,
"type": "ChatStartedEvent",
"attachments": [],
"value": {
"chat_id": "01KRJ48F1HABBDQB2TSV60ZAS6",
"visitor_id": "6a034944244e9194dee9538d",
"user_id": 57853342170649,
"authenticated": false,
"integration_id": "68ff3d02154eb1e4bbaf289d",
"control_context": {
"first_message_id": "6a034945244e9194dee95399",
"origin_source_integration": "68ff3d02154eb1e4bbaf289d",
"dataCapture.systemField.requester.email": "Nd_golshan@yahoo.com",
"dataCapture.systemField.group_id": "52002469607449",
"dataCapture.ticketField.userId": "6a034944244e9194dee9538d",
"dataCapture.ticketField.email": "Nd_golshan@yahoo.com",
"dataCapture.systemField.requester.name": "Navid",
"dataCapture.ticketField.origin_source_integration": "68ff3d02154eb1e4bbaf289d"
},
"brand_id": "32404259465241",
"initiator": 1,
"conversation_id": "6a034944244e9194dee95391",
"backend": "ocb",
"tags": [],
"history": [
{
"timestamp": 1778724911918,
"original_message_type": "text",
"message": "Thank you for your information. We are pleased to offer you replacement parts: 2 milk collection cups and 2 duckbill valves. This is the replacement solution we can provide for you.\n \nTo ensure the replacement can be shipped out successfully, could you please provide your address information by following the format below?\n \nFull name: Navid Golshan \nStreet address:120 Silk Twist Dr \nCity:HOlland Landing\nState/Province: Ontario \nCountry: Canada\nZIP/Postal code: L9N 0W1\nPhone number:647-877-5757",
"message_id": "6a05302f9708c01ec5b68410",
"sunco_source_type": "WHATSAPP",
"actor_type": "end-user",
"actor_id": "57853342170649",
"actor_name": "Navid",
"type": "ChatMessage",
"original_message": {
"id": "6a05302f9708c01ec5b68410",
"received": "2026-05-14T02:15:11.918Z",
"author": {
"type": "USER",
"user_id": "6a034944244e9194dee9538d",
"display_name": "Navid",
"avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm",
"user": {
"id": "6a034944244e9194dee9538d",
"signed_up_at": "2026-05-12T15:37:40.933Z",
"profile": {
"given_name": "Navid",
"email": "Nd_golshan@yahoo.com",
"locale": "en"
},
"metadata": {
"fields": {
"conversationId": {
"string_value": "6a034944244e9194dee95391"
}
}
},
"authenticated": false
}
},
"content": {
"text": {
"type": "text",
"text": "Thank you for your information. We are pleased to offer you replacement parts: 2 milk collection cups and 2 duckbill valves. This is the replacement solution we can provide for you.\n \nTo ensure the replacement can be shipped out successfully, could you please provide your address information by following the format below?\n \nFull name: Navid Golshan \nStreet address:120 Silk Twist Dr \nCity:HOlland Landing\nState/Province: Ontario \nCountry: Canada\nZIP/Postal code: L9N 0W1\nPhone number:647-877-5757"
}
},
"source": {
"type": "whatsapp",
"integration_id": "68ff3d02154eb1e4bbaf289d",
"original_message_id": "wamid.HBgLMTY0Nzg3NzU3NTcVAgASGCBBQ0JFMTFDNDE3M0Y4MDk0QzM5QTdEMjgxNkU4NUZENQA=",
"original_message_timestamp": "2026-05-14T02:15:11Z",
"client": {
"id": "6a034944244e9194dee9538e",
"type": "whatsapp",
"status": "ACTIVE",
"integration_id": "68ff3d02154eb1e4bbaf289d",
"external_id": "16478775757",
"last_seen": "2026-05-14T02:15:11.894Z",
"linked_at": "2026-05-12T15:37:40.922Z",
"display_name": "+1 647-877-5757",
"raw": {
"from": "16478775757",
"profile": {
"name": "Navid"
}
}
}
}
},
"chat_index": 0
}
],
"webpath": [],
"channel": "whatsapp"
},
"via": {
"channel": "whatsapp",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2026-05-14T02:15:12Z",
"metadata": {
"system": {},
"custom": {}
}
},
{
"id": 57900024132249,
"type": "ChatEndedEvent",
"attachments": [],
"value": {
"chat_id": "01KRJ464P1SDZ7EZH6SD1AWM12",
"chat_started_event_id": 57899973419161,
"initiator": 5,
"reason": 0,
"is_served": false,
"visitor_id": "6a034944244e9194dee9538d"
},
"via": {
"channel": "chat_transcript",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2026-05-14T02:15:12Z",
"metadata": {
"system": {},
"custom": {}
}
},
{
"id": 57899973419161,
"type": "ChatStartedEvent",
"attachments": [],
"value": {
"chat_id": "01KRJ464P1SDZ7EZH6SD1AWM12",
"visitor_id": "6a034944244e9194dee9538d",
"user_id": 57853342170649,
"authenticated": false,
"integration_id": "68ff3d02154eb1e4bbaf289d",
"control_context": {
"first_message_id": "6a034945244e9194dee95399",
"origin_source_integration": "68ff3d02154eb1e4bbaf289d",
"dataCapture.systemField.requester.email": "Nd_golshan@yahoo.com",
"dataCapture.systemField.group_id": "52002469607449",
"dataCapture.ticketField.userId": "6a034944244e9194dee9538d",
"dataCapture.ticketField.email": "Nd_golshan@yahoo.com",
"dataCapture.systemField.requester.name": "Navid",
"dataCapture.ticketField.origin_source_integration": "68ff3d02154eb1e4bbaf289d"
},
"brand_id": "32404259465241",
"initiator": 5,
"conversation_id": "6a034944244e9194dee95391",
"backend": "ocb",
"tags": [],
"history": [
{
"type": "ChatMessageStatus",
"actor_id": "57853342170649",
"actor_name": "",
"timestamp": 1778724835850,
"actor_type": "end-user",
"status_ts": 1778724835850,
"event_id": "6a052fe37d6b9493a349bee6",
"status": "READ",
"chat_index": 0
}
],
"webpath": [],
"channel": "whatsapp"
},
"via": {
"channel": "whatsapp",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2026-05-14T02:13:56Z",
"metadata": {
"system": {},
"custom": {}
}
},
{
"id": 57899860195865,
"type": "ChatEndedEvent",
"attachments": [],
"value": {
"chat_id": "01KRJ3YHDX1YS9KX8D05MNWH1Y",
"chat_started_event_id": 57899815722265,
"initiator": 2,
"reason": 4,
"is_served": true,
"visitor_id": "6a034944244e9194dee9538d"
},
"via": {
"channel": "chat_transcript",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2026-05-14T02:10:11Z",
"metadata": {
"system": {},
"custom": {}
}
},
{
"id": 57899851548825,
"type": "Comment",
"author_id": -1,
"body": "(10:09:46) Momcozy Bryant: Thank you for your information. We are pleased to offer you replacement parts: 2 milk collection cups and 2 duckbill valves. This is the replacement solution we can provide for you.\n \nTo ensure the replacement can be shipped out successfully, could you please provide your address information by following the format below?\n \nFull name:\nStreet address:\nCity:\nState/Province:\nCountry:\nZIP/Postal code:\nPhone number:",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">(10:09:46) Momcozy Bryant: Thank you for your information. We are pleased to offer you replacement parts: 2 milk collection cups and 2 duckbill valves. This is the replacement solution we can provide for you.\n<br> \n<br>To ensure the replacement can be shipped out successfully, could you please provide your address information by following the format below?\n<br> \n<br>Full name:\n<br>Street address:\n<br>City:\n<br>State/Province:\n<br>Country:\n<br>ZIP/Postal code:\n<br>Phone number:</p></div>",
"plain_body": "(10:09:46) Momcozy Bryant: Thank you for your information. We are pleased to offer you replacement parts: 2 milk collection cups and 2 duckbill valves. This is the replacement solution we can provide for you.\n\n \n\nTo ensure the replacement can be shipped out successfully, could you please provide your address information by following the format below?\n\n \n\nFull name:\n\nStreet address:\n\nCity:\n\nState/Province:\n\nCountry:\n\nZIP/Postal code:\n\nPhone number:",
"public": true,
"attachments": [],
"audit_id": 57899860194841,
"locale": null,
"outbound_locale": null,
"translations": [],
"via": {
"channel": "chat_transcript",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2026-05-14T02:10:11Z",
"metadata": {
"system": {},
"custom": {}
}
},
{
"id": 57899815722265,
"type": "ChatStartedEvent",
"attachments": [],
"value": {
"chat_id": "01KRJ3YHDX1YS9KX8D05MNWH1Y",
"visitor_id": "6a034944244e9194dee9538d",
"user_id": 57853342170649,
"authenticated": false,
"integration_id": "68ff3d02154eb1e4bbaf289d",
"control_context": {
"first_message_id": "6a034945244e9194dee95399",
"origin_source_integration": "68ff3d02154eb1e4bbaf289d",
"dataCapture.systemField.requester.email": "Nd_golshan@yahoo.com",
"dataCapture.systemField.group_id": "52002469607449",
"dataCapture.ticketField.userId": "6a034944244e9194dee9538d",
"dataCapture.ticketField.email": "Nd_golshan@yahoo.com",
"dataCapture.systemField.requester.name": "Navid",
"dataCapture.ticketField.origin_source_integration": "68ff3d02154eb1e4bbaf289d"
},
"brand_id": "32404259465241",
"initiator": 2,
"conversation_id": "6a034944244e9194dee95391",
"backend": "ocb",
"tags": [],
"history": [
{
"timestamp": 1778724586727,
"original_message_type": "text",
"message": "Thank you for your information. We are pleased to offer you replacement parts: 2 milk collection cups and 2 duckbill valves. This is the replacement solution we can provide for you.\n \nTo ensure the replacement can be shipped out successfully, could you please provide your address information by following the format below?\n \nFull name:\nStreet address:\nCity:\nState/Province:\nCountry:\nZIP/Postal code:\nPhone number:",
"message_id": "6a052eead5ea56a30513346b",
"sunco_source_type": "BUSINESS",
"actor_type": "agent",
"actor_id": "52119241515417",
"actor_name": "Momcozy Bryant",
"type": "ChatMessage",
"original_message": {
"id": "6a052eead5ea56a30513346b",
"received": "2026-05-14T02:09:46.727Z",
"author": {
"type": "BUSINESS",
"display_name": "Momcozy Bryant",
"avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm"
},
"content": {
"text": {
"type": "text",
"text": "Thank you for your information. We are pleased to offer you replacement parts: 2 milk collection cups and 2 duckbill valves. This is the replacement solution we can provide for you.\n \nTo ensure the replacement can be shipped out successfully, could you please provide your address information by following the format below?\n \nFull name:\nStreet address:\nCity:\nState/Province:\nCountry:\nZIP/Postal code:\nPhone number:",
"html_text": "Thank you for your information. We are pleased to offer you replacement parts: 2 milk collection cups and 2 duckbill valves. This is the replacement solution we can provide for you.<br /> <br />To ensure the replacement can be shipped out successfully, could you please provide your address information by following the format below?<br /> <br />Full name:<br />Street address:<br />City:<br />State/Province:<br />Country:<br />ZIP/Postal code:<br />Phone number:"
}
},
"source": {
"type": "zd:agentWorkspace",
"original_message_timestamp": "2026-05-14T02:09:46.681Z"
},
"metadata": {
"fields": {
"__zendesk_msg.agent.id": {
"string_value": "52119241515417"
},
"__zendesk_msg.client_message_id": {
"string_value": "fb339d30-4f39-11f1-85ae-cde3299be8e3"
}
}
}
},
"chat_index": 0
},
{
"type": "ChatMessageStatus",
"actor_type": "end-user",
"actor_id": "57853342170649",
"actor_name": "",
"timestamp": 1778724587602,
"status_ts": 1778724587602,
"event_id": "6a052eebff494bc8a56cb8cf",
"status": "DELIVERY_SUCCESS",
"message_id": "6a052eead5ea56a30513346b",
"chat_index": 1
},
{
"type": "ChatMessageStatus",
"actor_type": "end-user",
"actor_id": "57853342170649",
"actor_name": "",
"timestamp": 1778724594605,
"status_ts": 1778724594605,
"event_id": "6a052ef2994db0e90448cac3",
"status": "DELIVERY_SUCCESS",
"message_id": "6a052eead5ea56a30513346b",
"chat_index": 2
}
],
"webpath": [],
"channel": "whatsapp"
},
"via": {
"channel": "whatsapp",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2026-05-14T02:09:47Z",
"metadata": {
"system": {},
"custom": {}
}
},
{
"id": 57888678412697,
"type": "Comment",
"author_id": -1,
"body": "(23:14:20) Navid: So it is 4 milk containers and 2 valves.\n(23:14:45) Navid uploaded: HTqxVMlZr8nWQJB5XOaLqo_X.jpeg\nURL: https://rootglobal.zendesk.com/sc/attachments/v2/01KRGYF1XJHZ3RACTDHMV7JQ42/HTqxVMlZr8nWQJB5XOaLqo_X.jpeg\nType: image/jpeg\nSize: 64048",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">(23:14:20) Navid: So it is 4 milk containers and 2 valves.\n<br>(23:14:45) Navid uploaded: HTqxVMlZr8nWQJB5XOaLqo_X.jpeg\n<br>URL: <a href=\"https://rootglobal.zendesk.com/sc/attachments/v2/01KRGYF1XJHZ3RACTDHMV7JQ42/HTqxVMlZr8nWQJB5XOaLqo_X.jpeg\" target=\"_blank\" rel=\"nofollow noreferrer\">https://rootglobal.zendesk.com/sc/attachments/v2/01KRGYF1XJHZ3RACTDHMV7JQ42/HTqxVMlZr8nWQJB5XOaLqo_X.jpeg</a>\n<br>Type: image/jpeg\n<br>Size: 64048</p></div>",
"plain_body": "(23:14:20) Navid: So it is 4 milk containers and 2 valves.\n\n(23:14:45) Navid uploaded: HTqxVMlZr8nWQJB5XOaLqo_X.jpeg\n\nURL: https://rootglobal.zendesk.com/sc/attachments/v2/01KRGYF1XJHZ3RACTDHMV7JQ42/HTqxVMlZr8nWQJB5XOaLqo_X.jpeg\n\nType: image/jpeg\n\nSize: 64048",
"public": true,
"attachments": [],
"audit_id": 57888694458137,
"locale": null,
"outbound_locale": null,
"translations": [],
"via": {
"channel": "chat_transcript",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2026-05-13T15:24:45Z",
"metadata": {
"system": {},
"custom": {}
}
},
{
"id": 57888678411161,
"type": "ChatEndedEvent",
"attachments": [],
"value": {
"chat_id": "01KRGYECG3A6V8776GHRHY4CQY",
"chat_started_event_id": 57888502928025,
"initiator": 1,
"reason": 3,
"is_served": false,
"visitor_id": "6a034944244e9194dee9538d"
},
"via": {
"channel": "chat_transcript",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2026-05-13T15:24:45Z",
"metadata": {
"system": {},
"custom": {}
}
},
{
"id": 57888502928025,
"type": "ChatStartedEvent",
"attachments": [],
"value": {
"chat_id": "01KRGYECG3A6V8776GHRHY4CQY",
"visitor_id": "6a034944244e9194dee9538d",
"user_id": 57853342170649,
"authenticated": false,
"integration_id": "68ff3d02154eb1e4bbaf289d",
"control_context": {
"first_message_id": "6a034945244e9194dee95399",
"origin_source_integration": "68ff3d02154eb1e4bbaf289d",
"dataCapture.systemField.requester.email": "Nd_golshan@yahoo.com",
"dataCapture.systemField.group_id": "52002469607449",
"dataCapture.ticketField.userId": "6a034944244e9194dee9538d",
"dataCapture.ticketField.email": "Nd_golshan@yahoo.com",
"dataCapture.systemField.requester.name": "Navid",
"dataCapture.ticketField.origin_source_integration": "68ff3d02154eb1e4bbaf289d"
},
"brand_id": "32404259465241",
"initiator": 1,
"conversation_id": "6a034944244e9194dee95391",
"backend": "ocb",
"tags": [],
"history": [
{
"timestamp": 1778685260037,
"original_message_type": "text",
"message": "So it is 4 milk containers and 2 valves.",
"message_id": "6a04954c4209340307190820",
"sunco_source_type": "WHATSAPP",
"actor_type": "end-user",
"actor_id": "57853342170649",
"actor_name": "Navid",
"type": "ChatMessage",
"original_message": {
"id": "6a04954c4209340307190820",
"received": "2026-05-13T15:14:20.037Z",
"author": {
"type": "USER",
"user_id": "6a034944244e9194dee9538d",
"display_name": "Navid",
"avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm",
"user": {
"id": "6a034944244e9194dee9538d",
"signed_up_at": "2026-05-12T15:37:40.933Z",
"profile": {
"given_name": "Navid",
"email": "Nd_golshan@yahoo.com",
"locale": "en"
},
"metadata": {
"fields": {
"conversationId": {
"string_value": "6a034944244e9194dee95391"
}
}
},
"authenticated": false
}
},
"content": {
"text": {
"type": "text",
"text": "So it is 4 milk containers and 2 valves."
}
},
"source": {
"type": "whatsapp",
"integration_id": "68ff3d02154eb1e4bbaf289d",
"original_message_id": "wamid.HBgLMTY0Nzg3NzU3NTcVAgASGCBBQzA5RDA4QzlCQjg0NzU2RThFNDI4NUQxNDhEMzkyMgA=",
"original_message_timestamp": "2026-05-13T15:14:18Z",
"client": {
"id": "6a034944244e9194dee9538e",
"type": "whatsapp",
"status": "ACTIVE",
"integration_id": "68ff3d02154eb1e4bbaf289d",
"external_id": "16478775757",
"last_seen": "2026-05-13T15:14:20.007Z",
"linked_at": "2026-05-12T15:37:40.922Z",
"display_name": "+1 647-877-5757",
"raw": {
"from": "16478775757",
"profile": {
"name": "Navid"
}
}
}
}
},
"chat_index": 0
},
{
"timestamp": 1778685285035,
"original_message_type": "image",
"message": "",
"message_id": "6a0495650671db3359e3005a",
"sunco_source_type": "WHATSAPP",
"actor_type": "end-user",
"actor_id": "57853342170649",
"actor_name": "Navid",
"mime_type": "image/jpeg",
"size": 64048,
"url": "https://rootglobal.zendesk.com/sc/attachments/v2/01KRGYF1XJHZ3RACTDHMV7JQ42/HTqxVMlZr8nWQJB5XOaLqo_X.jpeg",
"filename": "HTqxVMlZr8nWQJB5XOaLqo_X.jpeg",
"type": "ChatFileAttachment",
"original_message": {
"id": "6a0495650671db3359e3005a",
"received": "2026-05-13T15:14:45.035Z",
"author": {
"type": "USER",
"user_id": "6a034944244e9194dee9538d",
"display_name": "Navid",
"avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm",
"user": {
"id": "6a034944244e9194dee9538d",
"signed_up_at": "2026-05-12T15:37:40.933Z",
"profile": {
"given_name": "Navid",
"email": "Nd_golshan@yahoo.com",
"locale": "en"
},
"metadata": {
"fields": {
"conversationId": {
"string_value": "6a034944244e9194dee95391"
}
}
},
"authenticated": false
}
},
"content": {
"image": {
"type": "image",
"media_url": "https://rootglobal.zendesk.com/sc/attachments/v2/01KRGYF1XJHZ3RACTDHMV7JQ42/HTqxVMlZr8nWQJB5XOaLqo_X.jpeg",
"media_type": "image/jpeg",
"media_size": 64048,
"alt_text": "HTqxVMlZr8nWQJB5XOaLqo_X.jpeg",
"attachment_id": "01KRGYF1XJHZ3RACTDHMV7JQ42",
"malware_scan_result": 2,
"malware_access_override": false
}
},
"source": {
"type": "whatsapp",
"integration_id": "68ff3d02154eb1e4bbaf289d",
"original_message_id": "wamid.HBgLMTY0Nzg3NzU3NTcVAgASGCBBQ0Q3NDM1RkRDNjA4NzA4M0NEMDE0OUI0QkRGMTY5MQA=",
"original_message_timestamp": "2026-05-13T15:14:39Z",
"client": {
"id": "6a034944244e9194dee9538e",
"type": "whatsapp",
"status": "ACTIVE",
"integration_id": "68ff3d02154eb1e4bbaf289d",
"external_id": "16478775757",
"last_seen": "2026-05-13T15:14:41.353Z",
"linked_at": "2026-05-12T15:37:40.922Z",
"display_name": "+1 647-877-5757",
"raw": {
"from": "16478775757",
"profile": {
"name": "Navid"
}
}
}
}
},
"chat_index": 1
}
],
"webpath": [],
"channel": "whatsapp"
},
"via": {
"channel": "whatsapp",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2026-05-13T15:14:20Z",
"metadata": {
"system": {},
"custom": {}
}
},
{
"id": 57888476747033,
"type": "Comment",
"author_id": -1,
"body": "(22:52:15) Navid uploaded: aU3pZVk2SUEMYzslaAongoDP.jpeg\nURL: https://rootglobal.zendesk.com/sc/attachments/v2/01KRGX5VKY0EWCV9PQ4QKRYRJG/aU3pZVk2SUEMYzslaAongoDP.jpeg\nType: image/jpeg\nSize: 83713\n(22:52:15) Navid uploaded: IOTRz3V_L7mTGghm8WEz9vpe.jpeg\nURL: https://rootglobal.zendesk.com/sc/attachments/v2/01KRGX5VWRQE958NE1FZFK1YY0/IOTRz3V_L7mTGghm8WEz9vpe.jpeg\nType: image/jpeg\nSize: 67491\n(23:00:23) Navid: 1.We are using about 5 months now.\n2.after each use we washed with warm water and dishing soap.\n3.we have cabinet we store them there.\n(23:01:48) Navid: 2 of containers broken and leaking.\n2 of them cracked top and looks like it getting there.\n2 valves are broken.",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">(22:52:15) Navid uploaded: aU3pZVk2SUEMYzslaAongoDP.jpeg\n<br>URL: <a href=\"https://rootglobal.zendesk.com/sc/attachments/v2/01KRGX5VKY0EWCV9PQ4QKRYRJG/aU3pZVk2SUEMYzslaAongoDP.jpeg\" target=\"_blank\" rel=\"nofollow noreferrer\">https://rootglobal.zendesk.com/sc/attachments/v2/01KRGX5VKY0EWCV9PQ4QKRYRJG/aU3pZVk2SUEMYzslaAongoDP.jpeg</a>\n<br>Type: image/jpeg\n<br>Size: 83713\n<br>(22:52:15) Navid uploaded: IOTRz3V_L7mTGghm8WEz9vpe.jpeg\n<br>URL: <a href=\"https://rootglobal.zendesk.com/sc/attachments/v2/01KRGX5VWRQE958NE1FZFK1YY0/IOTRz3V_L7mTGghm8WEz9vpe.jpeg\" target=\"_blank\" rel=\"nofollow noreferrer\">https://rootglobal.zendesk.com/sc/attachments/v2/01KRGX5VWRQE958NE1FZFK1YY0/IOTRz3V_L7mTGghm8WEz9vpe.jpeg</a>\n<br>Type: image/jpeg\n<br>Size: 67491\n<br>(23:00:23) Navid: 1.We are using about 5 months now.\n<br>2.after each use we washed with warm water and dishing soap.\n<br>3.we have cabinet we store them there.\n<br>(23:01:48) Navid: 2 of containers broken and leaking.\n<br>2 of them cracked top and looks like it getting there.\n<br>2 valves are broken.</p></div>",
"plain_body": "(22:52:15) Navid uploaded: aU3pZVk2SUEMYzslaAongoDP.jpeg\n\nURL: https://rootglobal.zendesk.com/sc/attachments/v2/01KRGX5VKY0EWCV9PQ4QKRYRJG/aU3pZVk2SUEMYzslaAongoDP.jpeg\n\nType: image/jpeg\n\nSize: 83713\n\n(22:52:15) Navid uploaded: IOTRz3V_L7mTGghm8WEz9vpe.jpeg\n\nURL: https://rootglobal.zendesk.com/sc/attachments/v2/01KRGX5VWRQE958NE1FZFK1YY0/IOTRz3V_L7mTGghm8WEz9vpe.jpeg\n\nType: image/jpeg\n\nSize: 67491\n\n(23:00:23) Navid: 1.We are using about 5 months now.\n\n2.after each use we washed with warm water and dishing soap.\n\n3.we have cabinet we store them there.\n\n(23:01:48) Navid: 2 of containers broken and leaking.\n\n2 of them cracked top and looks like it getting there.\n\n2 valves are broken.",
"public": true,
"attachments": [],
"audit_id": 57888470274841,
"locale": null,
"outbound_locale": null,
"translations": [],
"via": {
"channel": "chat_transcript",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2026-05-13T15:11:49Z",
"metadata": {
"system": {},
"custom": {}
}
},
{
"id": 57888470275353,
"type": "ChatEndedEvent",
"attachments": [],
"value": {
"chat_id": "01KRGX5YJKXKB67KB4G0YNNBKD",
"chat_started_event_id": 57888070568473,
"initiator": 1,
"reason": 3,
"is_served": false,
"visitor_id": "6a034944244e9194dee9538d"
},
"via": {
"channel": "chat_transcript",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2026-05-13T15:11:49Z",
"metadata": {
"system": {},
"custom": {}
}
},
{
"id": 57888070568473,
"type": "ChatStartedEvent",
"attachments": [],
"value": {
"chat_id": "01KRGX5YJKXKB67KB4G0YNNBKD",
"visitor_id": "6a034944244e9194dee9538d",
"user_id": 57853342170649,
"authenticated": false,
"integration_id": "68ff3d02154eb1e4bbaf289d",
"control_context": {
"first_message_id": "6a034945244e9194dee95399",
"origin_source_integration": "68ff3d02154eb1e4bbaf289d",
"dataCapture.systemField.requester.email": "Nd_golshan@yahoo.com",
"dataCapture.systemField.group_id": "52002469607449",
"dataCapture.ticketField.userId": "6a034944244e9194dee9538d",
"dataCapture.ticketField.email": "Nd_golshan@yahoo.com",
"dataCapture.systemField.requester.name": "Navid",
"dataCapture.ticketField.origin_source_integration": "68ff3d02154eb1e4bbaf289d"
},
"brand_id": "32404259465241",
"initiator": 1,
"conversation_id": "6a034944244e9194dee95391",
"backend": "ocb",
"tags": [],
"history": [
{
"timestamp": 1778683935049,
"original_message_type": "image",
"message": "",
"message_id": "6a04901f0671db3359e03fee",
"sunco_source_type": "WHATSAPP",
"actor_type": "end-user",
"actor_id": "57853342170649",
"actor_name": "Navid",
"mime_type": "image/jpeg",
"size": 83713,
"url": "https://rootglobal.zendesk.com/sc/attachments/v2/01KRGX5VKY0EWCV9PQ4QKRYRJG/aU3pZVk2SUEMYzslaAongoDP.jpeg",
"filename": "aU3pZVk2SUEMYzslaAongoDP.jpeg",
"type": "ChatFileAttachment",
"original_message": {
"id": "6a04901f0671db3359e03fee",
"received": "2026-05-13T14:52:15.049Z",
"author": {
"type": "USER",
"user_id": "6a034944244e9194dee9538d",
"display_name": "Navid",
"avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm",
"user": {
"id": "6a034944244e9194dee9538d",
"signed_up_at": "2026-05-12T15:37:40.933Z",
"profile": {
"given_name": "Navid",
"email": "Nd_golshan@yahoo.com",
"locale": "en"
},
"metadata": {
"fields": {
"conversationId": {
"string_value": "6a034944244e9194dee95391"
}
}
},
"authenticated": false
}
},
"content": {
"image": {
"type": "image",
"media_url": "https://rootglobal.zendesk.com/sc/attachments/v2/01KRGX5VKY0EWCV9PQ4QKRYRJG/aU3pZVk2SUEMYzslaAongoDP.jpeg",
"media_type": "image/jpeg",
"media_size": 83713,
"alt_text": "aU3pZVk2SUEMYzslaAongoDP.jpeg",
"attachment_id": "01KRGX5VKY0EWCV9PQ4QKRYRJG",
"malware_scan_result": 2,
"malware_access_override": false
}
},
"source": {
"type": "whatsapp",
"integration_id": "68ff3d02154eb1e4bbaf289d",
"original_message_id": "wamid.HBgLMTY0Nzg3NzU3NTcVAgASGCBBQ0NDNUFCRjMxMDg1MTFENjMxMjdBOTI3NDEyNTZCMQA=",
"original_message_timestamp": "2026-05-13T14:52:08Z",
"client": {
"id": "6a034944244e9194dee9538e",
"type": "whatsapp",
"status": "ACTIVE",
"integration_id": "68ff3d02154eb1e4bbaf289d",
"external_id": "16478775757",
"last_seen": "2026-05-13T14:52:11.458Z",
"linked_at": "2026-05-12T15:37:40.922Z",
"display_name": "+1 647-877-5757",
"raw": {
"from": "16478775757",
"profile": {
"name": "Navid"
}
}
}
}
},
"chat_index": 0
},
{
"timestamp": 1778683935195,
"original_message_type": "image",
"message": "",
"message_id": "6a04901f310d569f200d515d",
"sunco_source_type": "WHATSAPP",
"actor_type": "end-user",
"actor_id": "57853342170649",
"actor_name": "Navid",
"mime_type": "image/jpeg",
"size": 67491,
"url": "https://rootglobal.zendesk.com/sc/attachments/v2/01KRGX5VWRQE958NE1FZFK1YY0/IOTRz3V_L7mTGghm8WEz9vpe.jpeg",
"filename": "IOTRz3V_L7mTGghm8WEz9vpe.jpeg",
"type": "ChatFileAttachment",
"original_message": {
"id": "6a04901f310d569f200d515d",
"received": "2026-05-13T14:52:15.195Z",
"author": {
"type": "USER",
"user_id": "6a034944244e9194dee9538d",
"display_name": "Navid",
"avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm",
"user": {
"id": "6a034944244e9194dee9538d",
"signed_up_at": "2026-05-12T15:37:40.933Z",
"profile": {
"given_name": "Navid",
"email": "Nd_golshan@yahoo.com",
"locale": "en"
},
"metadata": {
"fields": {
"conversationId": {
"string_value": "6a034944244e9194dee95391"
}
}
},
"authenticated": false
}
},
"content": {
"image": {
"type": "image",
"media_url": "https://rootglobal.zendesk.com/sc/attachments/v2/01KRGX5VWRQE958NE1FZFK1YY0/IOTRz3V_L7mTGghm8WEz9vpe.jpeg",
"media_type": "image/jpeg",
"media_size": 67491,
"alt_text": "IOTRz3V_L7mTGghm8WEz9vpe.jpeg",
"attachment_id": "01KRGX5VWRQE958NE1FZFK1YY0",
"malware_scan_result": 2,
"malware_access_override": false
}
},
"source": {
"type": "whatsapp",
"integration_id": "68ff3d02154eb1e4bbaf289d",
"original_message_id": "wamid.HBgLMTY0Nzg3NzU3NTcVAgASGCBBQzQ1M0Q3NzA4NUUyNTc0RUI3NTAwODlGNjNGQjM5NwA=",
"original_message_timestamp": "2026-05-13T14:52:09Z",
"client": {
"id": "6a034944244e9194dee9538e",
"type": "whatsapp",
"status": "ACTIVE",
"integration_id": "68ff3d02154eb1e4bbaf289d",
"external_id": "16478775757",
"last_seen": "2026-05-13T14:52:11.892Z",
"linked_at": "2026-05-12T15:37:40.922Z",
"display_name": "+1 647-877-5757",
"raw": {
"from": "16478775757",
"profile": {
"name": "Navid"
}
}
}
}
},
"chat_index": 1
},
{
"timestamp": 1778684423686,
"original_message_type": "text",
"message": "1.We are using about 5 months now.\n2.after each use we washed with warm water and dishing soap.\n3.we have cabinet we store them there.",
"message_id": "6a04920708a64d650c3d8163",
"sunco_source_type": "WHATSAPP",
"actor_type": "end-user",
"actor_id": "57853342170649",
"actor_name": "Navid",
"type": "ChatMessage",
"original_message": {
"id": "6a04920708a64d650c3d8163",
"received": "2026-05-13T15:00:23.686Z",
"author": {
"type": "USER",
"user_id": "6a034944244e9194dee9538d",
"display_name": "Navid",
"avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm",
"user": {
"id": "6a034944244e9194dee9538d",
"signed_up_at": "2026-05-12T15:37:40.933Z",
"profile": {
"given_name": "Navid",
"email": "Nd_golshan@yahoo.com",
"locale": "en"
},
"metadata": {
"fields": {
"conversationId": {
"string_value": "6a034944244e9194dee95391"
}
}
},
"authenticated": false
}
},
"content": {
"text": {
"type": "text",
"text": "1.We are using about 5 months now.\n2.after each use we washed with warm water and dishing soap.\n3.we have cabinet we store them there."
}
},
"source": {
"type": "whatsapp",
"integration_id": "68ff3d02154eb1e4bbaf289d",
"original_message_id": "wamid.HBgLMTY0Nzg3NzU3NTcVAgASGCBBQzlFODc1MUJCMjA2NDVBMDFCMjFENjYxMkM4RTVGQgA=",
"original_message_timestamp": "2026-05-13T15:00:22Z",
"client": {
"id": "6a034944244e9194dee9538e",
"type": "whatsapp",
"status": "ACTIVE",
"integration_id": "68ff3d02154eb1e4bbaf289d",
"external_id": "16478775757",
"last_seen": "2026-05-13T15:00:23.650Z",
"linked_at": "2026-05-12T15:37:40.922Z",
"display_name": "+1 647-877-5757",
"raw": {
"from": "16478775757",
"profile": {
"name": "Navid"
}
}
}
}
},
"chat_index": 2
},
{
"timestamp": 1778684508909,
"original_message_type": "text",
"message": "2 of containers broken and leaking.\n2 of them cracked top and looks like it getting there.\n2 valves are broken.",
"message_id": "6a04925c3ef3a9e5e48ca3d1",
"sunco_source_type": "WHATSAPP",
"actor_type": "end-user",
"actor_id": "57853342170649",
"actor_name": "Navid",
"type": "ChatMessage",
"original_message": {
"id": "6a04925c3ef3a9e5e48ca3d1",
"received": "2026-05-13T15:01:48.909Z",
"author": {
"type": "USER",
"user_id": "6a034944244e9194dee9538d",
"display_name": "Navid",
"avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm",
"user": {
"id": "6a034944244e9194dee9538d",
"signed_up_at": "2026-05-12T15:37:40.933Z",
"profile": {
"given_name": "Navid",
"email": "Nd_golshan@yahoo.com",
"locale": "en"
},
"metadata": {
"fields": {
"conversationId": {
"string_value": "6a034944244e9194dee95391"
}
}
},
"authenticated": false
}
},
"content": {
"text": {
"type": "text",
"text": "2 of containers broken and leaking.\n2 of them cracked top and looks like it getting there.\n2 valves are broken."
}
},
"source": {
"type": "whatsapp",
"integration_id": "68ff3d02154eb1e4bbaf289d",
"original_message_id": "wamid.HBgLMTY0Nzg3NzU3NTcVAgASGCBBQzdBQUQ5RkEyQjlCNkNGQTNFRjUyNTZGRUU5OUY2OAA=",
"original_message_timestamp": "2026-05-13T15:01:47Z",
"client": {
"id": "6a034944244e9194dee9538e",
"type": "whatsapp",
"status": "ACTIVE",
"integration_id": "68ff3d02154eb1e4bbaf289d",
"external_id": "16478775757",
"last_seen": "2026-05-13T15:01:48.877Z",
"linked_at": "2026-05-12T15:37:40.922Z",
"display_name": "+1 647-877-5757",
"raw": {
"from": "16478775757",
"profile": {
"name": "Navid"
}
}
}
}
},
"chat_index": 3
}
],
"webpath": [],
"channel": "whatsapp"
},
"via": {
"channel": "whatsapp",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2026-05-13T14:52:15Z",
"metadata": {
"system": {},
"custom": {}
}
},
{
"id": 57866849205657,
"type": "ChatEndedEvent",
"attachments": [],
"value": {
"chat_id": "01KRFNGJ3C125T9YD37RZW5RVS",
"chat_started_event_id": 57866526762265,
"initiator": 5,
"reason": 3,
"is_served": false,
"visitor_id": "6a034944244e9194dee9538d"
},
"via": {
"channel": "chat_transcript",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2026-05-13T03:29:00Z",
"metadata": {
"system": {},
"custom": {}
}
},
{
"id": 57866526762265,
"type": "ChatStartedEvent",
"attachments": [],
"value": {
"chat_id": "01KRFNGJ3C125T9YD37RZW5RVS",
"visitor_id": "6a034944244e9194dee9538d",
"user_id": 57853342170649,
"authenticated": false,
"integration_id": "68ff3d02154eb1e4bbaf289d",
"control_context": {
"first_message_id": "6a034945244e9194dee95399",
"origin_source_integration": "68ff3d02154eb1e4bbaf289d",
"dataCapture.systemField.requester.email": "Nd_golshan@yahoo.com",
"dataCapture.systemField.group_id": "52002469607449",
"dataCapture.ticketField.userId": "6a034944244e9194dee9538d",
"dataCapture.ticketField.email": "Nd_golshan@yahoo.com",
"dataCapture.systemField.requester.name": "Navid",
"dataCapture.ticketField.origin_source_integration": "68ff3d02154eb1e4bbaf289d"
},
"brand_id": "32404259465241",
"initiator": 5,
"conversation_id": "6a034944244e9194dee95391",
"backend": "ocb",
"tags": [],
"history": [
{
"type": "ChatMessageStatus",
"actor_id": "57853342170649",
"actor_name": "",
"timestamp": 1778642339771,
"actor_type": "end-user",
"status_ts": 1778642339771,
"event_id": "6a03eda360803843c78bbd73",
"status": "READ",
"chat_index": 0
}
],
"webpath": [],
"channel": "whatsapp"
},
"via": {
"channel": "whatsapp",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2026-05-13T03:19:00Z",
"metadata": {
"system": {},
"custom": {}
}
},
{
"id": 57866440842649,
"type": "Comment",
"author_id": -1,
"body": "(11:15:26) Momcozy Bryant: Thank you for taking the time to share your experience with us. We're truly sorry to learn that your breast pump accessories have been damaged, and we sincerely apologize for any inconvenience this has caused you and your daily routine.\n \nTo better analyze the issue you're experiencing, please provide:\n \nA photo of bottom of motor to let us get the SN and model number :\nUDI (Unique Device Identifier) information located on the bottom of the box.\n \nTo assist our investigation, please share:\n \n• How long you've been using the accessories since receiving them\n• Your cleaning routine (frequency, method, and products used)\n• Your sterilization habits (frequency, method, and equipment)\n• How you typically store the parts when not in use\n \nWe would like to confirm with you that there are currently 2 milk collectors and 1 duckbill valve damaged, is that correct?",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">(11:15:26) Momcozy Bryant: Thank you for taking the time to share your experience with us. We're truly sorry to learn that your breast pump accessories have been damaged, and we sincerely apologize for any inconvenience this has caused you and your daily routine.\n<br> \n<br>To better analyze the issue you're experiencing, please provide:\n<br> \n<br>A photo of bottom of motor to let us get the SN and model number :\n<br>UDI (Unique Device Identifier) information located on the bottom of the box.\n<br> \n<br>To assist our investigation, please share:\n<br> \n<br>• How long you've been using the accessories since receiving them\n<br>• Your cleaning routine (frequency, method, and products used)\n<br>• Your sterilization habits (frequency, method, and equipment)\n<br>• How you typically store the parts when not in use\n<br> \n<br>We would like to confirm with you that there are currently 2 milk collectors and 1 duckbill valve damaged, is that correct?</p></div>",
"plain_body": "(11:15:26) Momcozy Bryant: Thank you for taking the time to share your experience with us. We're truly sorry to learn that your breast pump accessories have been damaged, and we sincerely apologize for any inconvenience this has caused you and your daily routine.\n\n \n\nTo better analyze the issue you're experiencing, please provide:\n\n \n\nA photo of bottom of motor to let us get the SN and model number :\n\nUDI (Unique Device Identifier) information located on the bottom of the box.\n\n \n\nTo assist our investigation, please share:\n\n \n\n• How long you've been using the accessories since receiving them\n\n• Your cleaning routine (frequency, method, and products used)\n\n• Your sterilization habits (frequency, method, and equipment)\n\n• How you typically store the parts when not in use\n\n \n\nWe would like to confirm with you that there are currently 2 milk collectors and 1 duckbill valve damaged, is that correct?",
"public": true,
"attachments": [],
"audit_id": 57866410706457,
"locale": null,
"outbound_locale": null,
"translations": [],
"via": {
"channel": "chat_transcript",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2026-05-13T03:15:43Z",
"metadata": {
"system": {},
"custom": {}
}
},
{
"id": 57866410706713,
"type": "ChatEndedEvent",
"attachments": [],
"value": {
"chat_id": "01KRFNA1VSG4NRBGV900P2DAQ4",
"chat_started_event_id": 57866414897305,
"initiator": 2,
"reason": 4,
"is_served": true,
"visitor_id": "6a034944244e9194dee9538d"
},
"via": {
"channel": "chat_transcript",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2026-05-13T03:15:43Z",
"metadata": {
"system": {},
"custom": {}
}
},
{
"id": 57866414897305,
"type": "ChatStartedEvent",
"attachments": [],
"value": {
"chat_id": "01KRFNA1VSG4NRBGV900P2DAQ4",
"visitor_id": "6a034944244e9194dee9538d",
"user_id": 57853342170649,
"authenticated": false,
"integration_id": "68ff3d02154eb1e4bbaf289d",
"control_context": {
"first_message_id": "6a034945244e9194dee95399",
"origin_source_integration": "68ff3d02154eb1e4bbaf289d",
"dataCapture.systemField.requester.email": "Nd_golshan@yahoo.com",
"dataCapture.systemField.group_id": "52002469607449",
"dataCapture.ticketField.userId": "6a034944244e9194dee9538d",
"dataCapture.ticketField.email": "Nd_golshan@yahoo.com",
"dataCapture.systemField.requester.name": "Navid",
"dataCapture.ticketField.origin_source_integration": "68ff3d02154eb1e4bbaf289d"
},
"brand_id": "32404259465241",
"initiator": 2,
"conversation_id": "6a034944244e9194dee95391",
"backend": "ocb",
"tags": [],
"history": [
{
"timestamp": 1778642126433,
"original_message_type": "text",
"message": "Thank you for taking the time to share your experience with us. We're truly sorry to learn that your breast pump accessories have been damaged, and we sincerely apologize for any inconvenience this has caused you and your daily routine.\n \nTo better analyze the issue you're experiencing, please provide:\n \nA photo of bottom of motor to let us get the SN and model number :\nUDI (Unique Device Identifier) information located on the bottom of the box.\n \nTo assist our investigation, please share:\n \n• How long you've been using the accessories since receiving them\n• Your cleaning routine (frequency, method, and products used)\n• Your sterilization habits (frequency, method, and equipment)\n• How you typically store the parts when not in use\n \nWe would like to confirm with you that there are currently 2 milk collectors and 1 duckbill valve damaged, is that correct?",
"message_id": "6a03ecce30f7ed4d1653ca1d",
"sunco_source_type": "BUSINESS",
"actor_type": "agent",
"actor_id": "52119241515417",
"actor_name": "Momcozy Bryant",
"type": "ChatMessage",
"original_message": {
"id": "6a03ecce30f7ed4d1653ca1d",
"received": "2026-05-13T03:15:26.433Z",
"author": {
"type": "BUSINESS",
"display_name": "Momcozy Bryant",
"avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm"
},
"content": {
"text": {
"type": "text",
"text": "Thank you for taking the time to share your experience with us. We're truly sorry to learn that your breast pump accessories have been damaged, and we sincerely apologize for any inconvenience this has caused you and your daily routine.\n \nTo better analyze the issue you're experiencing, please provide:\n \nA photo of bottom of motor to let us get the SN and model number :\nUDI (Unique Device Identifier) information located on the bottom of the box.\n \nTo assist our investigation, please share:\n \n• How long you've been using the accessories since receiving them\n• Your cleaning routine (frequency, method, and products used)\n• Your sterilization habits (frequency, method, and equipment)\n• How you typically store the parts when not in use\n \nWe would like to confirm with you that there are currently 2 milk collectors and 1 duckbill valve damaged, is that correct?",
"html_text": "Thank you for taking the time to share your experience with us. We're truly sorry to learn that your breast pump accessories have been damaged, and we sincerely apologize for any inconvenience this has caused you and your daily routine.<br /> <br />To better analyze the issue you're experiencing, please provide:<br /> <br />A photo of bottom of motor to let us get the SN and model number :<br />UDI (Unique Device Identifier) information located on the bottom of the box.<br /> <br />To assist our investigation, please share:<br /> <br />• How long you've been using the accessories since receiving them<br />• Your cleaning routine (frequency, method, and products used)<br />• Your sterilization habits (frequency, method, and equipment)<br />• How you typically store the parts when not in use<br /> <br />We would like to confirm with you that there are currently 2 milk collectors and 1 duckbill valve damaged, is that correct?"
}
},
"source": {
"type": "zd:agentWorkspace",
"original_message_timestamp": "2026-05-13T03:15:26.400Z"
},
"metadata": {
"fields": {
"__zendesk_msg.client_message_id": {
"string_value": "fd0c7f20-4e79-11f1-ab33-a7bceded3324"
},
"__zendesk_msg.agent.id": {
"string_value": "52119241515417"
}
}
}
},
"chat_index": 0
},
{
"type": "ChatMessageStatus",
"actor_type": "end-user",
"actor_id": "57853342170649",
"actor_name": "",
"timestamp": 1778642127724,
"status_ts": 1778642127724,
"event_id": "6a03eccf60803843c78b3293",
"status": "DELIVERY_SUCCESS",
"message_id": "6a03ecce30f7ed4d1653ca1d",
"chat_index": 1
},
{
"type": "ChatMessageStatus",
"actor_type": "end-user",
"actor_id": "57853342170649",
"actor_name": "",
"timestamp": 1778642134958,
"status_ts": 1778642134958,
"event_id": "6a03ecd61170ea2a1f78b56e",
"status": "DELIVERY_SUCCESS",
"message_id": "6a03ecce30f7ed4d1653ca1d",
"chat_index": 2
}
],
"webpath": [],
"channel": "whatsapp"
},
"via": {
"channel": "whatsapp",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2026-05-13T03:15:27Z",
"metadata": {
"system": {},
"custom": {}
}
},
{
"id": 57853818471193,
"type": "Comment",
"author_id": 57853342170649,
"body": "\n\n\n\n On Tuesday, May 12, 2026 at 11:57:18 a.m. EDT, momcozy <support@momcozy.zendesk.com> wrote:\n\n\n\n\n\n(23:37:41) Navid: Hi,\nI purchased the mom cozy M9 through Amazon(order number: 701-4375629-1701835) on Oct 2025 and all milk collectors are cracked also the someone the Grey top flanges are broken as well.\n(23:37:47) Momcozy: I'm so sorry for the inconvenience! I'm connecting you with one of our customer care specialists right now—please hang tight for just a moment!\n(23:37:49) Momcozy: Could you please let me know your name and email address?\n(23:38:23) Navid: Navid\nNd_golshan@yahoo.com\n(23:38:27) Momcozy: Transferring to a human agent.\n(23:38:34) Navid: name: Navid\nemail: nd_golshan@yahoo.com\n(23:40:51) Navid: ???\n(23:47:15) Navid: How long is the waiting?\n\n\n\n This email is a service from Momcozy. Delivered by Zendesk\n\n[LYY3YE-W7NZJ]",
"html_body": "<div class=\"zd-comment zd-comment-pre-styled\" dir=\"auto\"><div style=\" font-size: 13px;\"><div></div>\n <div><br></div><div><br></div>\n \n </div><div>\n <div style=\" font-size: 13px; color: #26282a;\">\n \n <div>\n On Tuesday, May 12, 2026 at 11:57:18 a.m. EDT, momcozy <support@momcozy.zendesk.com> wrote:\n </div>\n <div><br></div>\n <div><br></div>\n \n \n <div><div>\n \n \n\n<div>\n <div style=\" font-size: 14px; line-height: 1.5; color: #444444;\">\n <div><p dir=\"auto\" style=\"color: #2b2e2f; line-height: 22px; margin: 15px 0;\">(23:37:41) Navid: Hi,<br>I purchased the mom cozy M9 through Amazon(order number: 701-4375629-1701835) on Oct 2025 and all milk collectors are cracked also the someone the Grey top flanges are broken as well.<br>(23:37:47) Momcozy: I'm so sorry for the inconvenience! I'm connecting you with one of our customer care specialists right now—please hang tight for just a moment!<br>(23:37:49) Momcozy: Could you please let me know your name and email address?<br>(23:38:23) Navid: Navid<br><a href=\"mailto:Nd_golshan@yahoo.com\" rel=\"noreferrer\">Nd_golshan@yahoo.com</a><br>(23:38:27) Momcozy: Transferring to a human agent.<br>(23:38:34) Navid: name: Navid<br>email: <a href=\"mailto:nd_golshan@yahoo.com\" rel=\"noreferrer\">nd_golshan@yahoo.com</a><br>(23:40:51) Navid: ???<br>(23:47:15) Navid: How long is the waiting?</p></div>\n </div><br>\n <div style=\" font-size: 12px; line-height: 1.5; color: #49545c; padding-top: 10px; margin: 10px 0 14px;\">\n This email is a service from Momcozy. Delivered by <a href=\"https://www.zendesk.com/support/?utm_campaign=text&utm_content=Rootglobal&utm_medium=poweredbyzendesk&utm_source=email-notification\" style=\"color: black;\" rel=\"noreferrer\">Zendesk</a>\n </div><br>\n \n<span style=\"color: #FFFFFF;\">[LYY3YE-W7NZJ]</span>\n\n<div style=\"display: none;\"> <div> </div></div></div></div></div>\n </div>\n </div></div>",
"plain_body": "On Tuesday, May 12, 2026 at 11:57:18 a.m. EDT, momcozy <support@momcozy.zendesk.com> wrote:\n \n \n \n \n \n \n \n \n \n \n\n \n \n (23:37:41) Navid: Hi,\nI purchased the mom cozy M9 through Amazon(order number: 701-4375629-1701835) on Oct 2025 and all milk collectors are cracked also the someone the Grey top flanges are broken as well.\n(23:37:47) Momcozy: I'm so sorry for the inconvenience! I'm connecting you with one of our customer care specialists right now—please hang tight for just a moment!\n(23:37:49) Momcozy: Could you please let me know your name and email address?\n(23:38:23) Navid: Navid\nNd_golshan@yahoo.com\n(23:38:27) Momcozy: Transferring to a human agent.\n(23:38:34) Navid: name: Navid\nemail: nd_golshan@yahoo.com\n(23:40:51) Navid: ???\n(23:47:15) Navid: How long is the waiting? \n \n\n \n This email is a service from Momcozy. Delivered by Zendesk\n \n\n \n[LYY3YE-W7NZJ]",
"public": true,
"attachments": [
{
"url": "https://rootglobal.zendesk.com/api/v2/attachments/57853818472089.json",
"id": 57853818472089,
"file_name": "20260510_173444.jpg",
"content_url": "https://rootglobal.zendesk.com/attachments/token/hbp31yrpeF6hCJEy1rR5SoSDy/?name=20260510_173444.jpg",
"mapped_content_url": "https://rootglobal.zendesk.com/attachments/token/hbp31yrpeF6hCJEy1rR5SoSDy/?name=20260510_173444.jpg",
"content_type": "image/jpeg",
"size": 7684256,
"width": null,
"height": null,
"inline": false,
"deleted": false,
"malware_access_override": false,
"malware_scan_result": "malware_not_found",
"thumbnails": [
{
"url": "https://rootglobal.zendesk.com/api/v2/attachments/57853818557081.json",
"id": 57853818557081,
"file_name": "20260510_173444_thumb.jpg",
"content_url": "https://rootglobal.zendesk.com/attachments/token/9MUcgIl4rfRv3i9O3sNOxhdaH/?name=20260510_173444_thumb.jpg",
"mapped_content_url": "https://rootglobal.zendesk.com/attachments/token/9MUcgIl4rfRv3i9O3sNOxhdaH/?name=20260510_173444_thumb.jpg",
"content_type": "image/jpeg",
"size": 1938,
"width": 80,
"height": 60,
"inline": false,
"deleted": false,
"malware_access_override": false,
"malware_scan_result": "not_scanned"
}
]
},
{
"url": "https://rootglobal.zendesk.com/api/v2/attachments/57853818485273.json",
"id": 57853818485273,
"file_name": "20260510_173324.jpg",
"content_url": "https://rootglobal.zendesk.com/attachments/token/nN2hAbQGOFtRrrndaD0UAzgSh/?name=20260510_173324.jpg",
"mapped_content_url": "https://rootglobal.zendesk.com/attachments/token/nN2hAbQGOFtRrrndaD0UAzgSh/?name=20260510_173324.jpg",
"content_type": "image/jpeg",
"size": 7356629,
"width": null,
"height": null,
"inline": false,
"deleted": false,
"malware_access_override": false,
"malware_scan_result": "malware_not_found",
"thumbnails": [
{
"url": "https://rootglobal.zendesk.com/api/v2/attachments/57853793437209.json",
"id": 57853793437209,
"file_name": "20260510_173324_thumb.jpg",
"content_url": "https://rootglobal.zendesk.com/attachments/token/EEnwFhTlzB0Wk7fu747b4EWDh/?name=20260510_173324_thumb.jpg",
"mapped_content_url": "https://rootglobal.zendesk.com/attachments/token/EEnwFhTlzB0Wk7fu747b4EWDh/?name=20260510_173324_thumb.jpg",
"content_type": "image/jpeg",
"size": 2302,
"width": 80,
"height": 60,
"inline": false,
"deleted": false,
"malware_access_override": false,
"malware_scan_result": "not_scanned"
}
]
},
{
"url": "https://rootglobal.zendesk.com/api/v2/attachments/57853818491417.json",
"id": 57853818491417,
"file_name": "20260510_173339.jpg",
"content_url": "https://rootglobal.zendesk.com/attachments/token/JvMk4dlNB6SQtIkK5CK1lpTn5/?name=20260510_173339.jpg",
"mapped_content_url": "https://rootglobal.zendesk.com/attachments/token/JvMk4dlNB6SQtIkK5CK1lpTn5/?name=20260510_173339.jpg",
"content_type": "image/jpeg",
"size": 8303053,
"width": null,
"height": null,
"inline": false,
"deleted": false,
"malware_access_override": false,
"malware_scan_result": "malware_not_found",
"thumbnails": [
{
"url": "https://rootglobal.zendesk.com/api/v2/attachments/57853805611417.json",
"id": 57853805611417,
"file_name": "20260510_173339_thumb.jpg",
"content_url": "https://rootglobal.zendesk.com/attachments/token/tK6v5iNJnw10ndllquO12UsJq/?name=20260510_173339_thumb.jpg",
"mapped_content_url": "https://rootglobal.zendesk.com/attachments/token/tK6v5iNJnw10ndllquO12UsJq/?name=20260510_173339_thumb.jpg",
"content_type": "image/jpeg",
"size": 2424,
"width": 80,
"height": 60,
"inline": false,
"deleted": false,
"malware_access_override": false,
"malware_scan_result": "not_scanned"
}
]
}
],
"audit_id": 57853818471065,
"locale": "en",
"outbound_locale": null,
"translations": [],
"via": {
"channel": "email",
"source": {
"from": {
"address": "nd_golshan@yahoo.com",
"name": "Navid",
"original_recipients": [
"nd_golshan@yahoo.com",
"support+idlyy3ye-w7nzj@momcozy.zendesk.com"
]
},
"to": {
"name": "momcozy",
"address": "support+idlyy3ye-w7nzj@momcozy.zendesk.com"
},
"rel": null
}
},
"created_at": "2026-05-12T16:08:40Z",
"metadata": {
"system": {
"message_id": "<1151596341.1083813.1778602088406@mail.yahoo.com>",
"client": "WebService/1.1.25725 YMailNorrin",
"email_id": "01KREF4MSVXSV2XZFQ2M14KE7R",
"raw_email_identifier": "20869961/8b55ff68-5bc2-4f74-a5c2-7c495d9d8864.eml",
"json_email_identifier": "20869961/8b55ff68-5bc2-4f74-a5c2-7c495d9d8864.json",
"eml_redacted": false
},
"custom": {},
"suspension_type_id": null
}
},
{
"id": 57853816307225,
"type": "Comment",
"author_id": 57853342170649,
"body": "the broken parts are the tip of Milk collectors also the check valves!\n\nI attached some pictures here for your review!",
"html_body": "<div class=\"zd-comment zd-comment-pre-styled\" dir=\"auto\"><div style=\" font-size: 13px;\"><div></div>\n <div dir=\"ltr\">the broken parts are the tip of Milk collectors also the check valves!</div><div dir=\"ltr\">I attached some pictures here for your review!</div><div><br></div>\n \n </div></div>",
"plain_body": "the broken parts are the tip of Milk collectors also the check valves! I attached some pictures here for your review!",
"public": true,
"attachments": [
{
"url": "https://rootglobal.zendesk.com/api/v2/attachments/57853769696025.json",
"id": 57853769696025,
"file_name": "20260510_173301.jpg",
"content_url": "https://rootglobal.zendesk.com/attachments/token/q2gDx0mTwKLJDfu0mO8JIarRc/?name=20260510_173301.jpg",
"mapped_content_url": "https://rootglobal.zendesk.com/attachments/token/q2gDx0mTwKLJDfu0mO8JIarRc/?name=20260510_173301.jpg",
"content_type": "image/jpeg",
"size": 6838014,
"width": null,
"height": null,
"inline": false,
"deleted": false,
"malware_access_override": false,
"malware_scan_result": "malware_not_found",
"thumbnails": [
{
"url": "https://rootglobal.zendesk.com/api/v2/attachments/57853786253209.json",
"id": 57853786253209,
"file_name": "20260510_173301_thumb.jpg",
"content_url": "https://rootglobal.zendesk.com/attachments/token/K8gJxyGetgTSp2fBPKQK4p6xt/?name=20260510_173301_thumb.jpg",
"mapped_content_url": "https://rootglobal.zendesk.com/attachments/token/K8gJxyGetgTSp2fBPKQK4p6xt/?name=20260510_173301_thumb.jpg",
"content_type": "image/jpeg",
"size": 2689,
"width": 80,
"height": 60,
"inline": false,
"deleted": false,
"malware_access_override": false,
"malware_scan_result": "not_scanned"
}
]
},
{
"url": "https://rootglobal.zendesk.com/api/v2/attachments/57853769720473.json",
"id": 57853769720473,
"file_name": "20260510_173346.jpg",
"content_url": "https://rootglobal.zendesk.com/attachments/token/8elr4SaL6hZJLUy6Tn2V3dcg6/?name=20260510_173346.jpg",
"mapped_content_url": "https://rootglobal.zendesk.com/attachments/token/8elr4SaL6hZJLUy6Tn2V3dcg6/?name=20260510_173346.jpg",
"content_type": "image/jpeg",
"size": 6992261,
"width": null,
"height": null,
"inline": false,
"deleted": false,
"malware_access_override": false,
"malware_scan_result": "malware_not_found",
"thumbnails": [
{
"url": "https://rootglobal.zendesk.com/api/v2/attachments/57853816397977.json",
"id": 57853816397977,
"file_name": "20260510_173346_thumb.jpg",
"content_url": "https://rootglobal.zendesk.com/attachments/token/VpXgLUtfSKnoRGJLcenfivOSM/?name=20260510_173346_thumb.jpg",
"mapped_content_url": "https://rootglobal.zendesk.com/attachments/token/VpXgLUtfSKnoRGJLcenfivOSM/?name=20260510_173346_thumb.jpg",
"content_type": "image/jpeg",
"size": 2404,
"width": 80,
"height": 60,
"inline": false,
"deleted": false,
"malware_access_override": false,
"malware_scan_result": "not_scanned"
}
]
},
{
"url": "https://rootglobal.zendesk.com/api/v2/attachments/57853816313369.json",
"id": 57853816313369,
"file_name": "20260510_173324.jpg",
"content_url": "https://rootglobal.zendesk.com/attachments/token/Q1IWKZX16bZenz0WRoIf7O57y/?name=20260510_173324.jpg",
"mapped_content_url": "https://rootglobal.zendesk.com/attachments/token/Q1IWKZX16bZenz0WRoIf7O57y/?name=20260510_173324.jpg",
"content_type": "image/jpeg",
"size": 7356629,
"width": null,
"height": null,
"inline": false,
"deleted": false,
"malware_access_override": false,
"malware_scan_result": "malware_not_found",
"thumbnails": [
{
"url": "https://rootglobal.zendesk.com/api/v2/attachments/57853786268569.json",
"id": 57853786268569,
"file_name": "20260510_173324_thumb.jpg",
"content_url": "https://rootglobal.zendesk.com/attachments/token/uy44jpMDWLG6SbJvMMVJCs0HT/?name=20260510_173324_thumb.jpg",
"mapped_content_url": "https://rootglobal.zendesk.com/attachments/token/uy44jpMDWLG6SbJvMMVJCs0HT/?name=20260510_173324_thumb.jpg",
"content_type": "image/jpeg",
"size": 2302,
"width": 80,
"height": 60,
"inline": false,
"deleted": false,
"malware_access_override": false,
"malware_scan_result": "not_scanned"
}
]
}
],
"audit_id": 57853816306969,
"locale": "en",
"outbound_locale": null,
"translations": [],
"via": {
"channel": "email",
"source": {
"from": {
"address": "nd_golshan@yahoo.com",
"name": "Navid",
"original_recipients": [
"nd_golshan@yahoo.com",
"support+idlyy3ye-w7nzj@momcozy.zendesk.com"
]
},
"to": {
"name": "momcozy",
"address": "support+idlyy3ye-w7nzj@momcozy.zendesk.com"
},
"rel": null
}
},
"created_at": "2026-05-12T16:07:38Z",
"metadata": {
"system": {
"message_id": "<1504738125.1085506.1778602030680@mail.yahoo.com>",
"client": "WebService/1.1.25725 YMailNorrin",
"email_id": "01KREF2TFEBGWFZHZKJJ1MMTBF",
"raw_email_identifier": "20869961/3e21d74a-c68b-4e7c-a32e-e8f8ee273199.eml",
"json_email_identifier": "20869961/3e21d74a-c68b-4e7c-a32e-e8f8ee273199.json",
"eml_redacted": false
},
"custom": {},
"flags": [
15
],
"flags_options": {
"15": {
"trusted": true
}
},
"trusted": true,
"suspension_type_id": null
}
},
{
"id": 57853647778457,
"type": "Comment",
"author_id": -1,
"body": "(23:37:41) Navid: Hi,\nI purchased the mom cozy M9 through Amazon(order number: 701-4375629-1701835) on Oct 2025 and all milk collectors are cracked also the someone the Grey top flanges are broken as well.\n(23:37:47) Momcozy: I'm so sorry for the inconvenience! I'm connecting you with one of our customer care specialists right now—please hang tight for just a moment!\n(23:37:49) Momcozy: Could you please let me know your name and email address?\n(23:38:23) Navid: Navid\nNd_golshan@yahoo.com\n(23:38:27) Momcozy: Transferring to a human agent.\n(23:38:34) Navid: name: Navid\nemail: nd_golshan@yahoo.com\n(23:40:51) Navid: ???\n(23:47:15) Navid: How long is the waiting?",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">(23:37:41) Navid: Hi,\n<br>I purchased the mom cozy M9 through Amazon(order number: 701-4375629-1701835) on Oct 2025 and all milk collectors are cracked also the someone the Grey top flanges are broken as well.\n<br>(23:37:47) Momcozy: I'm so sorry for the inconvenience! I'm connecting you with one of our customer care specialists right now—please hang tight for just a moment!\n<br>(23:37:49) Momcozy: Could you please let me know your name and email address?\n<br>(23:38:23) Navid: Navid\n<br><a href=\"mailto:Nd_golshan@yahoo.com\" rel=\"noreferrer\">Nd_golshan@yahoo.com</a>\n<br>(23:38:27) Momcozy: Transferring to a human agent.\n<br>(23:38:34) Navid: name: Navid\n<br>email: <a href=\"mailto:nd_golshan@yahoo.com\" rel=\"noreferrer\">nd_golshan@yahoo.com</a>\n<br>(23:40:51) Navid: ???\n<br>(23:47:15) Navid: How long is the waiting?</p></div>",
"plain_body": "(23:37:41) Navid: Hi,\n\nI purchased the mom cozy M9 through Amazon(order number: 701-4375629-1701835) on Oct 2025 and all milk collectors are cracked also the someone the Grey top flanges are broken as well.\n\n(23:37:47) Momcozy: I'm so sorry for the inconvenience! I'm connecting you with one of our customer care specialists right now—please hang tight for just a moment!\n\n(23:37:49) Momcozy: Could you please let me know your name and email address?\n\n(23:38:23) Navid: Navid\n\nNd_golshan@yahoo.com\n\n(23:38:27) Momcozy: Transferring to a human agent.\n\n(23:38:34) Navid: name: Navid\n\nemail: nd_golshan@yahoo.com\n\n(23:40:51) Navid: ???\n\n(23:47:15) Navid: How long is the waiting?",
"public": true,
"attachments": [],
"audit_id": 57853647778201,
"locale": null,
"outbound_locale": null,
"translations": [],
"via": {
"channel": "chat_transcript",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2026-05-12T15:57:16Z",
"metadata": {
"system": {},
"custom": {}
}
},
{
"id": 57853647778329,
"type": "ChatEndedEvent",
"attachments": [],
"value": {
"chat_id": "01KREDDVNCAMH37SBYFWB76T50",
"chat_started_event_id": 57853327759769,
"initiator": 1,
"reason": 3,
"is_served": false,
"visitor_id": "6a034944244e9194dee9538d"
},
"via": {
"channel": "chat_transcript",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2026-05-12T15:57:16Z",
"metadata": {
"system": {},
"custom": {}
}
},
{
"id": 57853327759897,
"type": "Comment",
"author_id": 57853342170649,
"body": "Conversation with Navid",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">Conversation with Navid</p></div>",
"plain_body": "Conversation with Navid",
"public": false,
"attachments": [],
"audit_id": 57853327759641,
"locale": "en",
"outbound_locale": null,
"translations": [],
"via": {
"channel": "whatsapp",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2026-05-12T15:38:28Z",
"metadata": {
"system": {},
"custom": {}
}
},
{
"id": 57853327759769,
"type": "ChatStartedEvent",
"attachments": [],
"value": {
"visitor_id": "6a034944244e9194dee9538d",
"conversation_id": "6a034944244e9194dee95391",
"integration_id": "68ff3d02154eb1e4bbaf289d",
"brand_id": "32404259465241",
"backend": "ocb",
"chat_id": "01KREDDVNCAMH37SBYFWB76T50",
"user_id": 57853342170649,
"authenticated": false,
"new_user": true,
"tags": [],
"initiator": 1,
"control_context": {
"first_message_id": "6a034945244e9194dee95399",
"origin_source_integration": "68ff3d02154eb1e4bbaf289d",
"dataCapture.systemField.requester.email": "Nd_golshan@yahoo.com",
"dataCapture.systemField.group_id": "52002469607449",
"dataCapture.ticketField.userId": "6a034944244e9194dee9538d",
"dataCapture.ticketField.email": "Nd_golshan@yahoo.com",
"dataCapture.systemField.requester.name": "Navid",
"dataCapture.ticketField.origin_source_integration": "68ff3d02154eb1e4bbaf289d"
},
"history": [
{
"timestamp": 1778600261008,
"original_message_type": "text",
"message": "Hi,\nI purchased the mom cozy M9 through Amazon(order number: 701-4375629-1701835) on Oct 2025 and all milk collectors are cracked also the someone the Grey top flanges are broken as well.",
"message_id": "6a034945244e9194dee95399",
"sunco_source_type": "WHATSAPP",
"is_history_context": true,
"actor_type": "end-user",
"actor_id": "57853342170649",
"actor_name": "Navid",
"type": "ChatMessage",
"original_message": {
"id": "6a034945244e9194dee95399",
"received": "2026-05-12T15:37:41.008Z",
"author": {
"type": "USER",
"user_id": "6a034944244e9194dee9538d",
"display_name": "Navid",
"user": {
"id": "6a034944244e9194dee9538d",
"signed_up_at": "2026-05-12T15:37:40.933Z",
"profile": {
"given_name": "Navid",
"locale": "en"
},
"metadata": {},
"authenticated": false
}
},
"content": {
"text": {
"type": "text",
"text": "Hi,\nI purchased the mom cozy M9 through Amazon(order number: 701-4375629-1701835) on Oct 2025 and all milk collectors are cracked also the someone the Grey top flanges are broken as well."
}
},
"source": {
"type": "whatsapp",
"integration_id": "68ff3d02154eb1e4bbaf289d",
"original_message_id": "wamid.HBgLMTY0Nzg3NzU3NTcVAgASGCBBQ0VDMTUwQzIwREM0MkEzRjgwOEEwNUNEQThFMTY5MQA=",
"original_message_timestamp": "2026-05-12T15:37:39Z",
"client": {
"id": "6a034944244e9194dee9538e",
"type": "whatsapp",
"status": "ACTIVE",
"integration_id": "68ff3d02154eb1e4bbaf289d",
"external_id": "16478775757",
"last_seen": "2026-05-12T15:37:40.922Z",
"linked_at": "2026-05-12T15:37:40.922Z",
"display_name": "+1 647-877-5757",
"raw": {
"from": "16478775757",
"profile": {
"name": "Navid"
}
}
}
}
},
"chat_index": 0
},
{
"timestamp": 1778600267704,
"original_message_type": "text",
"message": "I'm so sorry for the inconvenience! I'm connecting you with one of our customer care specialists right now—please hang tight for just a moment!",
"message_id": "6a03494bbb38c4472a77dc62",
"sunco_source_type": "BUSINESS",
"is_history_context": true,
"actor_type": "system",
"actor_id": "-1",
"actor_name": "Momcozy",
"type": "ChatMessage",
"original_message": {
"id": "6a03494bbb38c4472a77dc62",
"received": "2026-05-12T15:37:47.704Z",
"author": {
"type": "BUSINESS",
"display_name": "Momcozy",
"avatar_url": "https://momcozy.zendesk.com/embeddable/avatars/55896876296601"
},
"content": {
"text": {
"type": "text",
"text": "I'm so sorry for the inconvenience! I'm connecting you with one of our customer care specialists right now—please hang tight for just a moment!"
}
},
"source": {
"type": "ultimate",
"bot_id": "69031e71cd5417c88af36c00",
"external_conversation_id": "27a19bfe-8c0b-4bff-9fd4-f3283919cb25"
}
},
"chat_index": 1
},
{
"type": "ChatMessageStatus",
"actor_type": "end-user",
"actor_id": "57853342170649",
"actor_name": "",
"timestamp": 1778600268753,
"status_ts": 1778600268753,
"event_id": "6a03494c4e2b875f3995677f",
"status": "DELIVERY_SUCCESS",
"message_id": "6a03494bbb38c4472a77dc62",
"chat_index": 2
},
{
"timestamp": 1778600269157,
"original_message_type": "text",
"message": "Could you please let me know your name and email address?",
"message_id": "6a03494d5945ec6c7c5f0a59",
"sunco_source_type": "BUSINESS",
"is_history_context": true,
"actor_type": "system",
"actor_id": "-1",
"actor_name": "Momcozy",
"type": "ChatMessage",
"original_message": {
"id": "6a03494d5945ec6c7c5f0a59",
"received": "2026-05-12T15:37:49.157Z",
"author": {
"type": "BUSINESS",
"display_name": "Momcozy",
"avatar_url": "https://momcozy.zendesk.com/embeddable/avatars/55896876296601"
},
"content": {
"text": {
"type": "text",
"text": "Could you please let me know your name and email address?"
}
},
"source": {
"type": "ultimate",
"bot_id": "69031e71cd5417c88af36c00",
"external_conversation_id": "27a19bfe-8c0b-4bff-9fd4-f3283919cb25"
}
},
"chat_index": 3
},
{
"timestamp": 1778600269172,
"original_message_type": "form",
"message": "",
"message_id": "6a03494d5945ec6c7c5f0a81",
"sunco_source_type": "BUSINESS",
"is_history_context": true,
"actor_type": "system",
"actor_id": "-1",
"actor_name": "Momcozy",
"type": "ChatMessage",
"original_message": {
"id": "6a03494d5945ec6c7c5f0a81",
"received": "2026-05-12T15:37:49.172Z",
"author": {
"type": "BUSINESS",
"display_name": "Momcozy",
"avatar_url": "https://momcozy.zendesk.com/embeddable/avatars/55896876296601"
},
"content": {
"form": {
"type": "form",
"block_chat_input": true,
"fields": [
{
"type": "TEXT",
"name": "name",
"label": "name",
"min_size": 1,
"max_size": 128
},
{
"type": "EMAIL",
"name": "email",
"label": "email"
}
],
"submitted": false
}
},
"source": {
"type": "ultimate"
}
},
"chat_index": 4
},
{
"type": "ChatMessageStatus",
"actor_type": "end-user",
"actor_id": "57853342170649",
"actor_name": "",
"timestamp": 1778600270048,
"status_ts": 1778600270048,
"event_id": "6a03494e2a2f74723354c590",
"status": "DELIVERY_SUCCESS",
"message_id": "6a03494d5945ec6c7c5f0a59",
"chat_index": 5
},
{
"type": "ChatMessageStatus",
"actor_type": "end-user",
"actor_id": "57853342170649",
"actor_name": "",
"timestamp": 1778600270795,
"status_ts": 1778600270795,
"event_id": "6a03494e2a2f74723354c5e4",
"status": "DELIVERY_SUCCESS",
"message_id": "6a03494d5945ec6c7c5f0a81",
"chat_index": 6
},
{
"type": "ChatMessageStatus",
"actor_type": "end-user",
"actor_id": "57853342170649",
"actor_name": "",
"timestamp": 1778600275224,
"status_ts": 1778600275224,
"event_id": "6a0349534e2b875f39956a38",
"status": "DELIVERY_SUCCESS",
"message_id": "6a03494bbb38c4472a77dc62",
"chat_index": 7
},
{
"type": "ChatMessageStatus",
"actor_type": "end-user",
"actor_id": "57853342170649",
"actor_name": "",
"timestamp": 1778600276449,
"status_ts": 1778600276449,
"event_id": "6a034954c3a29f45374c363c",
"status": "DELIVERY_SUCCESS",
"message_id": "6a03494d5945ec6c7c5f0a59",
"chat_index": 8
},
{
"type": "ChatMessageStatus",
"actor_type": "end-user",
"actor_id": "57853342170649",
"actor_name": "",
"timestamp": 1778600277385,
"status_ts": 1778600277385,
"event_id": "6a0349559b97c210bf7ce5a4",
"status": "DELIVERY_SUCCESS",
"message_id": "6a03494d5945ec6c7c5f0a81",
"chat_index": 9
},
{
"type": "ChatMessageStatus",
"actor_id": "57853342170649",
"actor_name": "",
"timestamp": 1778600285107,
"actor_type": "end-user",
"status_ts": 1778600285107,
"event_id": "6a03495d841e60aaf1d32086",
"status": "READ",
"chat_index": 10
},
{
"timestamp": 1778600303226,
"original_message_type": "text",
"message": "Navid\nNd_golshan@yahoo.com",
"message_id": "6a03496f4e2b875f39957a46",
"sunco_source_type": "WHATSAPP",
"is_history_context": true,
"actor_type": "end-user",
"actor_id": "57853342170649",
"actor_name": "Navid",
"type": "ChatMessage",
"original_message": {
"id": "6a03496f4e2b875f39957a46",
"received": "2026-05-12T15:38:23.226Z",
"author": {
"type": "USER",
"user_id": "6a034944244e9194dee9538d",
"display_name": "Navid",
"user": {
"id": "6a034944244e9194dee9538d",
"signed_up_at": "2026-05-12T15:37:40.933Z",
"profile": {
"given_name": "Navid",
"locale": "en"
},
"metadata": {
"fields": {
"conversationId": {
"string_value": "6a034944244e9194dee95391"
}
}
},
"authenticated": false
}
},
"content": {
"text": {
"type": "text",
"text": "Navid\nNd_golshan@yahoo.com"
}
},
"source": {
"type": "whatsapp",
"integration_id": "68ff3d02154eb1e4bbaf289d",
"original_message_id": "wamid.HBgLMTY0Nzg3NzU3NTcVAgASGCBBQzc1OTI4RjE1QjFGMjkyMTEzOUE1QzE2Q0VFQjJBMQA=",
"original_message_timestamp": "2026-05-12T15:38:21Z",
"client": {
"id": "6a034944244e9194dee9538e",
"type": "whatsapp",
"status": "ACTIVE",
"integration_id": "68ff3d02154eb1e4bbaf289d",
"external_id": "16478775757",
"last_seen": "2026-05-12T15:38:23.201Z",
"linked_at": "2026-05-12T15:37:40.922Z",
"display_name": "+1 647-877-5757",
"raw": {
"from": "16478775757",
"profile": {
"name": "Navid"
}
}
}
}
},
"chat_index": 11
},
{
"timestamp": 1778600307549,
"original_message_type": "text",
"message": "Transferring to a human agent.",
"message_id": "6a03497387c064bb97ec92fd",
"sunco_source_type": "BUSINESS",
"is_history_context": true,
"actor_type": "system",
"actor_id": "-1",
"actor_name": "Momcozy",
"type": "ChatMessage",
"original_message": {
"id": "6a03497387c064bb97ec92fd",
"received": "2026-05-12T15:38:27.549Z",
"author": {
"type": "BUSINESS",
"display_name": "Momcozy",
"avatar_url": "https://momcozy.zendesk.com/embeddable/avatars/55896876296601"
},
"content": {
"text": {
"type": "text",
"text": "Transferring to a human agent."
}
},
"source": {
"type": "ultimate",
"bot_id": "69031e71cd5417c88af36c00",
"external_conversation_id": "27a19bfe-8c0b-4bff-9fd4-f3283919cb25"
}
},
"chat_index": 12
},
{
"type": "ChatMessageStatus",
"actor_type": "end-user",
"actor_id": "57853342170649",
"actor_name": "",
"timestamp": 1778600308402,
"status_ts": 1778600308402,
"event_id": "6a034974244e9194dee96609",
"status": "DELIVERY_SUCCESS",
"message_id": "6a03497387c064bb97ec92fd",
"chat_index": 13
},
{
"type": "ChatMessageStatus",
"actor_type": "end-user",
"actor_id": "57853342170649",
"actor_name": "",
"timestamp": 1778600314696,
"status_ts": 1778600314696,
"event_id": "6a03497a92bbd04c1819391a",
"status": "DELIVERY_SUCCESS",
"message_id": "6a03497387c064bb97ec92fd",
"chat_index": 14
},
{
"timestamp": 1778600314833,
"original_message_type": "form_response",
"message": "name: Navid\nemail: nd_golshan@yahoo.com",
"message_id": "6a03497a45ed47bb89d6b3a2",
"sunco_source_type": "WHATSAPP",
"actor_type": "end-user",
"actor_id": "57853342170649",
"actor_name": "Navid",
"type": "ChatMessage",
"original_message": {
"id": "6a03497a45ed47bb89d6b3a2",
"received": "2026-05-12T15:38:34.833Z",
"author": {
"type": "USER",
"user_id": "6a034944244e9194dee9538d",
"display_name": "Navid",
"avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm",
"user": {
"id": "6a034944244e9194dee9538d",
"signed_up_at": "2026-05-12T15:37:40.933Z",
"profile": {
"given_name": "Navid",
"email": "Nd_golshan@yahoo.com",
"locale": "en"
},
"metadata": {
"fields": {
"conversationId": {
"string_value": "6a034944244e9194dee95391"
}
}
},
"authenticated": false
}
},
"content": {
"form_response": {
"type": "formResponse",
"text_fallback": "name: Navid\nemail: nd_golshan@yahoo.com",
"fields": [
{
"type": "TEXT",
"name": "name",
"label": "name",
"min_size": 1,
"max_size": 128,
"text": "Navid"
},
{
"type": "EMAIL",
"name": "email",
"label": "email",
"email": "nd_golshan@yahoo.com"
}
]
}
},
"source": {
"type": "whatsapp",
"integration_id": "68ff3d02154eb1e4bbaf289d",
"client": {
"id": "6a034944244e9194dee9538e",
"type": "whatsapp",
"status": "ACTIVE",
"integration_id": "68ff3d02154eb1e4bbaf289d",
"external_id": "16478775757",
"last_seen": "2026-05-12T15:38:23.201Z",
"linked_at": "2026-05-12T15:37:40.922Z",
"display_name": "+1 647-877-5757",
"raw": {
"profile": {
"name": "Navid"
},
"from": "16478775757"
}
}
},
"quoted_message": {
"message": {
"type": "message",
"message": {
"id": "6a03494d5945ec6c7c5f0a81",
"received": "2026-05-12T15:37:49.172Z",
"author": {
"type": "BUSINESS",
"display_name": "Momcozy",
"avatar_url": "https://momcozy.zendesk.com/embeddable/avatars/55896876296601"
},
"content": {
"form": {
"type": "form",
"block_chat_input": true,
"fields": [
{
"type": "TEXT",
"name": "name",
"label": "name",
"min_size": 1,
"max_size": 128,
"text": "Navid"
},
{
"type": "EMAIL",
"name": "email",
"label": "email",
"email": "nd_golshan@yahoo.com"
}
],
"submitted": true
}
},
"source": {
"type": "ultimate"
}
}
}
}
},
"chat_index": 15
},
{
"timestamp": 1778600451642,
"original_message_type": "text",
"message": "???",
"message_id": "6a034a03244e9194dee9b025",
"sunco_source_type": "WHATSAPP",
"actor_type": "end-user",
"actor_id": "57853342170649",
"actor_name": "Navid",
"type": "ChatMessage",
"original_message": {
"id": "6a034a03244e9194dee9b025",
"received": "2026-05-12T15:40:51.642Z",
"author": {
"type": "USER",
"user_id": "6a034944244e9194dee9538d",
"display_name": "Navid",
"avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm",
"user": {
"id": "6a034944244e9194dee9538d",
"signed_up_at": "2026-05-12T15:37:40.933Z",
"profile": {
"given_name": "Navid",
"email": "Nd_golshan@yahoo.com",
"locale": "en"
},
"metadata": {
"fields": {
"conversationId": {
"string_value": "6a034944244e9194dee95391"
}
}
},
"authenticated": false
}
},
"content": {
"text": {
"type": "text",
"text": "???"
}
},
"source": {
"type": "whatsapp",
"integration_id": "68ff3d02154eb1e4bbaf289d",
"original_message_id": "wamid.HBgLMTY0Nzg3NzU3NTcVAgASGCBBQzEyQzBBRjg5ODQ5RUU3MzFDMUUyNDRFQjE2QzgyNAA=",
"original_message_timestamp": "2026-05-12T15:40:50Z",
"client": {
"id": "6a034944244e9194dee9538e",
"type": "whatsapp",
"status": "ACTIVE",
"integration_id": "68ff3d02154eb1e4bbaf289d",
"external_id": "16478775757",
"last_seen": "2026-05-12T15:40:51.626Z",
"linked_at": "2026-05-12T15:37:40.922Z",
"display_name": "+1 647-877-5757",
"raw": {
"profile": {
"name": "Navid"
},
"from": "16478775757"
}
}
}
},
"chat_index": 16
},
{
"timestamp": 1778600835908,
"original_message_type": "text",
"message": "How long is the waiting?",
"message_id": "6a034b83244e9194deea7fd1",
"sunco_source_type": "WHATSAPP",
"actor_type": "end-user",
"actor_id": "57853342170649",
"actor_name": "Navid",
"type": "ChatMessage",
"original_message": {
"id": "6a034b83244e9194deea7fd1",
"received": "2026-05-12T15:47:15.908Z",
"author": {
"type": "USER",
"user_id": "6a034944244e9194dee9538d",
"display_name": "Navid",
"avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm",
"user": {
"id": "6a034944244e9194dee9538d",
"signed_up_at": "2026-05-12T15:37:40.933Z",
"profile": {
"given_name": "Navid",
"email": "Nd_golshan@yahoo.com",
"locale": "en"
},
"metadata": {
"fields": {
"conversationId": {
"string_value": "6a034944244e9194dee95391"
}
}
},
"authenticated": false
}
},
"content": {
"text": {
"type": "text",
"text": "How long is the waiting?"
}
},
"source": {
"type": "whatsapp",
"integration_id": "68ff3d02154eb1e4bbaf289d",
"original_message_id": "wamid.HBgLMTY0Nzg3NzU3NTcVAgASGCBBQzFBNEI2MDA0MkMxRkQ4Mzk3MzBBRjQ3NzFCRTZFOQA=",
"original_message_timestamp": "2026-05-12T15:47:14Z",
"client": {
"id": "6a034944244e9194dee9538e",
"type": "whatsapp",
"status": "ACTIVE",
"integration_id": "68ff3d02154eb1e4bbaf289d",
"external_id": "16478775757",
"last_seen": "2026-05-12T15:47:15.886Z",
"linked_at": "2026-05-12T15:37:40.922Z",
"display_name": "+1 647-877-5757",
"raw": {
"profile": {
"name": "Navid"
},
"from": "16478775757"
}
}
}
},
"chat_index": 17
}
],
"webpath": [],
"channel": "whatsapp"
},
"via": {
"channel": "whatsapp",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2026-05-12T15:38:28Z",
"metadata": {
"system": {},
"custom": {}
}
}
],
"users": [
{
"id": 52119241515417,
"url": "https://rootglobal.zendesk.com/api/v2/users/52119241515417.json",
"name": "RT-Chat-Bryant",
"email": "bryant.zheng@rootglobal.net",
"created_at": "2025-11-04T01:35:37Z",
"updated_at": "2026-05-14T00:54:46Z",
"time_zone": "Hong Kong",
"iana_time_zone": "Asia/Hong_Kong",
"phone": null,
"shared_phone_number": null,
"photo": null,
"locale_id": 1,
"locale": "en-US",
"organization_id": null,
"role": "agent",
"verified": true,
"external_id": null,
"tags": [],
"alias": "Momcozy Bryant",
"active": true,
"shared": false,
"shared_agent": false,
"last_login_at": "2026-05-14T00:54:46Z",
"two_factor_auth_enabled": false,
"signature": "",
"details": "",
"notes": "",
"role_type": 0,
"custom_role_id": 32522474586777,
"is_billing_admin": false,
"moderator": false,
"ticket_restriction": null,
"only_private_comments": false,
"restricted_agent": false,
"suspended": false,
"default_group_id": 52002469607449,
"report_csv": false,
"user_fields": {
"model": null,
"phone": null,
"consumption_details": null,
"age_information": null,
"user_personal_information": null,
"weight_information": null,
"intentional_product_details": null,
"size_details": null,
"pregnancy_and_lactation_cycle": null,
"order_details": null,
"appid": null
},
"suspension_details": null
},
{
"id": 57853342170649,
"url": "https://rootglobal.zendesk.com/api/v2/users/57853342170649.json",
"name": "Navid",
"email": "nd_golshan@yahoo.com",
"created_at": "2026-05-12T15:37:41Z",
"updated_at": "2026-05-12T15:38:28Z",
"time_zone": "Asia/Hong_Kong",
"iana_time_zone": "Asia/Hong_Kong",
"phone": "+16478775757",
"shared_phone_number": false,
"photo": null,
"locale_id": 1,
"locale": "en-US",
"organization_id": null,
"role": "end-user",
"verified": true,
"external_id": null,
"tags": [],
"alias": null,
"active": true,
"shared": false,
"shared_agent": false,
"last_login_at": null,
"two_factor_auth_enabled": null,
"signature": null,
"details": null,
"notes": null,
"role_type": null,
"custom_role_id": null,
"is_billing_admin": null,
"moderator": false,
"ticket_restriction": "requested",
"only_private_comments": false,
"restricted_agent": true,
"suspended": false,
"default_group_id": null,
"report_csv": false,
"user_fields": {
"model": null,
"phone": null,
"consumption_details": null,
"age_information": null,
"user_personal_information": null,
"weight_information": null,
"intentional_product_details": null,
"size_details": null,
"pregnancy_and_lactation_cycle": null,
"order_details": null,
"appid": null
},
"suspension_details": null
}
],
"next_page": null,
"previous_page": null,
"count": 25
}